Re: Conversation with Customer #518341676

This thread was longer than the field limit and was shortened on import.

1. CUSTOMER2026-05-07 20:51:59· chat/gorgias_chat
   nothing on website about exchange. I want to exchange not return
2. AI_AGENT2026-05-07 20:52:11· chat/api
   Hi there! Thanks for reaching out to TRIANGL Support. We’re happy to help. If you’d like to exchange for a different size or fit, you can return just the piece you’d like to switch, or the full set, whatever works best for you. If you’d like to change to a different style or color, the full set would need to be exchanged. Once your return is received and processed, we’ll send out your replacement item, and there’s no additional shipping charge for the exchanged piece. You can start your exchange here: [https://triangl.com/a/returns](https://triangl.com/a/returns) Happy to help with sizing or choosing the right fit if needed 💛
3. CUSTOMER2026-05-07 20:53:12· chat/gorgias_chat
   but return needs to be within 14 days. I just got home from college and I am 5 weeks passed delivery. But I want to exchange not return
4. AI_AGENT2026-05-07 20:53:20· chat/api
   Hi there! Thanks for your message. I’m sorry to hear about this, and I’ll pass this over to our team so they can help you directly. They’ll join shortly. For exchanges, if you want a different size or fit, you can return just the piece you’d like to switch, or the full set, whatever works best for you. If you’d like to change to a different style or color, the full set would need to be exchanged. Please leave your email address here so you can be contacted. In chat, the expected waiting time for a response is 1 minute. You can start your exchange here: [https://triangl.com/a/returns](https://triangl.com/a/returns)
5. AGENT2026-05-07 20:54:19· chat/helpdesk
   Hi! Kelly here, and I’ll be helping you today. :)
6. CUSTOMER2026-05-07 20:54:28· chat/gorgias_chat
   Is the support agent a live person?
7. AGENT2026-05-07 20:54:52· chat/helpdesk
   I'm so sorry to hear that you need to make an exchange. Let me forward your concern to the Returns Team for an exchange assistance. Do you mind sending the following information. - Order number: - Refund or Exchange: - Style Name and Sizes you are Returning: - Style Name and Sizes you need if Exchanging: - Can you also confirm if there's any change in your shipping address? (for exchange request)
8. CUSTOMER2026-05-07 20:57:38· chat/gorgias_chat
   My daughter ordered bathing suit while she was in college but had it delivered to our house. Had it delivered about 4-5 weeks ago and didnt pay attention to return/exchange 14 day rule. She absolutely loves and doesn't want to return she wants to exchange the bottoms. So hoping since she wants to exchange and her circumstances you will allow. Here is info
9. CUSTOMER2026-05-07 20:57:47· chat/gorgias_chat
   Order number Order #2278330NA
10. AGENT2026-05-07 20:58:38· chat/helpdesk
    Noted on the order number. Which size do you need?
11. AGENT2026-05-07 21:01:22· chat/helpdesk
    Checking up on how things are going.
12. CUSTOMER2026-05-07 21:01:39· chat/gorgias_chat
    order Number Order #2278330NA, Wants to exchange, She will return the poppy-peach sorbet full coverage bottoms in size small and exchange for peach sorbet wants the style cheeky coverage bottoms in small. Same shipping address as the original order
13. AGENT2026-05-07 21:02:20· chat/helpdesk
    Got it. Thanks. What's the best email address to reach you?
14. CUSTOMER2026-05-07 21:02:33· chat/gorgias_chat
    exact name was POPPy-Peach Sorbet Neoprene Balconette
15. CUSTOMER2026-05-07 21:03:03· chat/gorgias_chat
    best email is jessoleary2025@gmail.com
16. AGENT2026-05-07 21:03:40· chat/helpdesk
    Thanks. I have forwarded your concern to the Returns Team for review. Allow them to get back to you via email within 24 to 48 hours. Kindly monitor your spam and junk folder as some emails ends up there.
17. AGENT2026-05-07 21:04:00· chat/helpdesk
    In the meantime, is there anything else that I can help you with?
18. CUSTOMER2026-05-07 21:04:06· chat/gorgias_chat
    Thank you very much! I will keep an eye out for the email
19. AGENT2026-05-07 21:05:38· chat/helpdesk
    Just to confirm, you wish to exchange the bottoms to NORMAL coverage in SMALL size?
20. AGENT2026-05-07 21:06:38· chat/helpdesk
    I can see here you have ordered for CHEEKY. As for bottoms, we only have CHEEKY and CHEEKIEST for POPPY style.
21. AGENT2026-05-07 21:10:27· chat/helpdesk
    Dropping in to check if you are still connected?
22. AGENT2026-05-07 21:13:09· chat/helpdesk
    I’ve noticed you’re away for quite some time, I’m closing our chat session now. However, my colleagues and I are here should you have any further questions.xx
23. AGENT2026-05-07 21:13:23· chat/helpdeskINTERNAL
    Hi, need an exchange. order Number Order #2278330NA, Wants to exchange, She will return the poppy-peach sorbet full coverage bottoms in size small and exchange for peach sorbet wants the style cheeky coverage bottoms in small. Same shipping address as the original order
24. AGENT2026-05-08 15:47:37· email/helpdesk
    Hi, Thank you for reaching out to us. We truly appreciate you being a part of TRIANGL and understand how frustrating it can be when something doesn’t work out as expected. As much as we’d love to assist, our Refund & Exchange Policy allows requests to be made within 14 days from the date of delivery. Upon checking, your order was delivered on [3/23/2026], and we received your request on [5/7/2026. Unfortunately, this means we’re unable to process a return or exchange at this time. For full details on our Returns Policy, you can check here: https://triangl.com/a/returns https://triangl.com/pages/frequently-asked-questions We’re truly sorry we can’t accommodate your request on this occasion, but if there’s anything else we can do to help, please don’t hesitate to let us know—we’d love to assist in any way we can! Kindest, Lynn
25. AGENT2026-05-08 15:47:57· email/helpdeskINTERNAL
    2278330NA - DOD: March 23, 2026 > Declined
26. CUSTOMER2026-05-08 15:57:47· email/email
    Lynn, This is not a refund. I would understand if I was asking to refund me the money to my credit card. I am asking for an "exchange" not a "refund". Yes you are correct you have 14 days to refund, which for college kids is not helpful when they had sent home and just got home from college to try on. But that is a whole other topic. These links you provided are again for returns, not exchanging. You have no verbiage around "exchanging". If you look at any clothing stores there are completely separate refund and exchange verbiage. So in this instance you can understand the confusion. In addition I would think you would want happy customers wearing the correct fit for their body. From a customer service standpoint I would think you would want to accommodate so you actually do not have exchange verbiage and you would want a happy customer. I would like to see if I can escalate this please. Thank you.
27. AGENT2026-05-09 21:24:46· email/helpdesk
    Dear Jessica, Thank you so much for your thoughtful reply and for taking the time to share your concerns and feedback with us. We completely understand where the confusion came from, and we truly appreciate you pointing this out. To clarify, the “returns” policy referenced on our website applies to both refunds and exchanges. However, we absolutely understand your point that this may not have been clearly differentiated, and we appreciate your feedback regarding the wording and customer experience. Comments like yours genuinely help us improve our communication moving forward. We also completely understand wanting your daughter to have the correct fit and to feel comfortable and confident in her bikini. As a one-time exception, we would be happy to proceed with an exchange for you. Please note that since this is a one-time exception only, the exchange/new items can no longer be approved for another exchange or refund. We understand that your daughter would like to exchange her bikini for a Small Cheeky Bottom. However, after reviewing the order, we can confirm that she already has the Cheeky bottom style. The POPPY - PEACH SORBET bikini currently only comes in two bottom shapes: Cheeky and Cheekiest. Could you please confirm if you would instead like to proceed with an exchange for the Small Cheekiest Bottom? Additionally, please confirm if you would like us to send the exchange to the shipping address we currently have on file below: Ryan O'Leary 49 Cathedral Ave Florham Park NJ 07932 United States +1 973-294-1298 We will send instructions on how to return as well as your RA Code once we have the complete details of your exchange request. Kindest, Nikka
28. AGENT2026-05-09 21:25:08· email/helpdeskINTERNAL
    OTE EX (SM Approved) / 2278330NA / Clarify EX item
29. CUSTOMER2026-05-11 22:25:02· email/email
    Nikka, I can not thank you enough for your very thoughtful email and for understanding the confusion. I do truly appreciate the customer service your are providing and know this is a one time only exception. Good learning moment for my 19 year old to understand return/exchange policies. Truly thank you again! Confirming yes please we would like to exchange for the *Small Cheekiest Bottom.* And the shipping address you have on file is correct: Ryan O'Leary 49 Cathedral Ave Florham Park NJ 07932 United States +1 973-294-1298 I'll keep an eye out for the return instructions as well as our RA code. I just wanted to clarify one detail since the item was originally purchased as a set — am I correct in understanding that you will be sending only the exchanged Small Cheekiest bottom, and that I should return only the Cheeky bottoms? And lastly, I just want to say how refreshing it was to receive a genuine, personal response rather than an AI-generated one. Thank you again for the truly outstanding customer service. It is very much appreciated.
30. AGENT2026-05-12 15:36:22· email/helpdesk
    Hi Jess, Thank you so much for your incredibly kind message. We truly appreciate your understanding and your patience throughout this process. It means a lot to us, and we are so happy we could help make this right for you and your daughter. We are confirming your exchange request and have approved the exchange for the following items: Returning: POPPY - PEACH SORBET Neoprene Balconette Bikini Bottom / S / Cheeky (Send back your Bottoms only, please include your bag/pouch in original plastic packaging.) Exchanging For: POPPY - PEACH SORBET Neoprene Balconette Bikini Bottom / S / Cheekiest (Your new parcel will be sent to the original shipping address provided upon purchase.) Return Authorization (RA) Number: 2278330NAEX ⸻ 1. Prepare Your Items Please ensure all items are in their original condition, including the RETURNS TAG, HYGIENE SEAL, and TRIANGL packaging. ⸻ 2. Include the Dispatch Note Complete and include the Dispatch Note with your return. This helps us identify your items upon receipt. ⸻ 3. Ship Your Return Send your items to the address below. All items must be received within 14 days of your RA being issued. ⸻ Return Address (for North & Central America, except Canada): United States TRIANGL RETURNS c/o Web To Door Corp 16593 E 14th St San Leandro, CA 94578 United States ⸻ Important Notes • Return Shipping: Return shipping costs are not covered by TRIANGL. Original shipping charges are non-refundable. • Shipping Method: We strongly recommend using a registered postal service and keeping your tracking information. TRIANGL cannot be held responsible for items lost during transit. ⸻ Expedite Your Refund or Exchange To help us process your return more quickly, please email proof of postage once your return has been